Terms & conditions

General information
Økofamilien ApS ("Økofamily")
VAT no: 33599994
Erhvervsparken 1
8882 Fårvang
E-mail: shop@okofamilien.dk
Phone Number: +45 81406663

Placing an order
You must be at least 18 years of age to shop at Økofamily's website and pay with a valid card or another accepted method of payment. If you are under 18 years of age, you may only purchase with your guardian’s consent or if you otherwise have a legal right to enter into the agreement.

Placing an order via our website does not constitute a legally binding agreement. Økofamily therefore reserves the right to cancel your order in the event of printing errors, technical problems, delivery failures and similar situations. Once you have placed an order via our website, our system will automatically send you an email with an order confirmation stating which items you have ordered. This is merely an electronic receipt confirming receipt of your order. Please note that the automatic email response is not a legally binding order confirmation, whereby an agreement has been entered into.

The agreement is only binding once you have received an email from Økofamily informing you that we have dispatched the item. No money will be debited from your account until you have received this email and the item has been dispatched or is ready to be collected. In the case of partial delivery, only the amount corresponding to the actual delivery will be debited, unless otherwise agreed with the customer.

Reservation of the purchase price
If you use an international payment card such as Visa or MasterCard, the amount will be automatically reserved on your account once you have approved the payment. If you subsequently cancel your purchase, the reservation will be released as soon as possible. It is your payment card provider who decides whether the amount is reserved on your account as soon as you approve the payment on Økofamily's website. It is also the provider who decides when a reserved amount is released again if the purchase is cancelled. In this regard, we refer to the agreement with your card issuer for further information.

Payment
All prices are stated in a currency dependent on the chosen country of delivery and is including the VAT for that specific country. We accept Visa/Dankort, Visa, Visa Electron, Maestro, MasterCard, MobilePay, Apple Pay and Google Pay. Note that the purchase amount is only withdrawn from the card account when the item is dispatched or when your goods are ready for collection. We do not charge fees for private payments with credit cards.

When the payment transaction is completed, your payment details will be stored until the individual payment transactions have been processed. Your payment and card details are stored with Økofamily's selected PCI (Payment Card Industry - Data Security Standard) certified partner.

The information is therefore stored in a secure PCI-certified environment that complies with international security standards until the payment transactions are completed. When you use a payment card on Økofamily's website, only Økofamily's PCI-certified partner – and not Økofamily – has access to your card details. The processing of your card details is therefore solely a matter between you and Økofamily's PCI-certified partner, even though it takes place while you are using Økofamily's website.

In case of bank transfer, please note that your goods will only be sent once we have received your payment. When paying via account transfer, you are not protected by the program granting the right to object.

Account number: 8491 4910371466
IBAN: DK70 84914910371466
BIC/SWIFT: SPNODK22
We have an account in Spar Nord Bank

EAN payments
At Økofamily you can shop online with an EAN number as a public institution. Unfortunately, we do not offer payment with EAN for private companies or private institutions. If you as a private company or institution have placed an order on our website using EAN payment, we will subsequently send an invoice which must be paid before the order is dispatched.

Reservation of amount 
If you pay with an international payment card, the amount will be reserved immediately. The money is reserved on your card or account until:

• We deduct the amount when we send the item, or
• the money is released in accordance with the agreement with your card issuer.

You can read more about the rules for your specific card from your card issuer.

VAT
We are not helpful with VAT refunds.
 

Delivery
Orders placed with us are dispatched on weekdays, and usually within 24 hours. Orders placed before 12:00 noon Danish time (CET) are typically dispatched the same day. The exception is made-to-order items, which have a slightly longer delivery time. Whether the item is made-to-order is indicated in the webshop.

Once dispatched, you will receive an email with tracking details. If you don’t see it, you may find it hiding in your spam folder. Should you have any doubts or questions, please feel free to contact us at shop@okofamilien.dk.

Please note that on peak shopping days (e.g. Black Friday, Christmas etc.), delivery to a selected parcel shop cannot be guaranteed. If the chosen location is full, the carrier may redirect the parcel to another nearby shop, and delivery times may be longer. Økofamily cannot be held liable for unforseen delays.

Delivery is deemed completed when you, the consumer, receive the goods.

Below you will find a table of delivery costs to the different countries that we ship to. Larger parcels may incur additional fees and may not ship under standard terms. In such case, we will contact you to review options before proceeding with the order.

International orders
Be aware that orders sent outside of Denmark may be subject to taxes or fees when entering the country of delivery. Økofamily cannot be held responsible for any customs taxes or fees that may be added to a product ordered from Økofamily. Any such expenses are the sole responsibility of the customer.

Responsibility for delivery
Økofamily is responsible for the goods until the time of delivery. The time of delivery is when you physically receive the goods - for example, when you collect it from a parcel shop. If you have given the carrier permission to leave the parcel in front of your residence, or you have chosen private delivery with DAO, who delivers at night without ringing the doorbell, the parcel is considered delivered when it is placed at your address. From this point on, the responsibility for the parcel passes to you, the recipient.

In cases where the parcel is placed without contact with the recipient, the delivery company will take a photo of the parcel as proof of correct delivery. This photo serves as Økofamily's proof that the delivery has been completed. Any subsequent claims for defective delivery will therefore not be accepted.

Transport damage
If you notice transport damage when you are picking up or receiving the parcel, you must inform the staff who are handing over or delivering the item to you, ask them to note the damage before you sign for the parcel, and take photos of the damage so that you can document that the damage occurred before you received/picked up the parcel.

If your parcel is damaged, you must notify Økofamily's customer service as soon as possible. You can do this by sending us an email at shop@okofamilien.dk.

IMPORTANT: If you have received a parcel sent with GLS, you must report the transport damage here and follow their instructions. 

When you discover transport damage:

• Do not use the contents.
• Take photos of the parcel while it is still packaged.
• Remember to take photos of all the outer surfaces of the parcel, as well as a clear photo of the side of the parcel with the shipping label.
• Then take photos of the damage to the item.
• Keep all transport and product packaging from the parcel (this must not be thrown out until the case has been closed).
• Contact Økofamily's customer service by email as soon as possible and attach the photos, as well as a detailed description of the damage, your order number, full name and telephone number.

IMPORTANT: For evidentiary reasons, you must contact our customer service and report the transport damage as soon as possible, preferably within a maximum of 24 hours. 
 

Cancellation rights
As a consumer, when you buy from us, you have a 14-day cooling-off period (right of withdrawal), in which you have the right to cancel your purchase. The cancellation period expires 14 days after the day you receive your order, or receive the last item in your order, in case different items ordered in one order are delivered individually.

The cooling-off period means that you have 14 days after receiving the goods to let us know that you want to cancel the purchase. You can send an e-mail to shop@okofamilien.dk or make use of the standard cancellation form, which you will find at the end of this page. You cannot cancel the purchase by refusing to receive the goods unless you inform us at the same time. 

Once you have notified us that you want to cancel your purchase, you have 14 days to send the items back to us. You yourself must pay for returning the goods, and you will be liable if the goods are damaged during transport. As the sender, you are responsible for adequate and proper packaging and labeling on the package.

We recommend that you read and follow the conditions for returning orders. Read here our guidelines and conditions for returns.

When you return the item, please enclose a detailed description of the problem and note which product you are returning. We recommend that you fill out and enclose our return slip, to ease the return process. You can find our return slip right here.

Unclaimed packages
As mentioned, you cannot cancel your purchase by simply refusing to receive the order. You usually have 7 days to pick up your parcel from the parcel shop. If you have not collected your parcel from the parcel shop within the given time limit, the parcel will be returned to the Økofamily's warehouse. We then reserve the right to charge the actual costs that we have been charged in connection with the parcel's transport back to us.

If the order is subsequently canceled in accordance with the right of withdrawal, the actual costs incurred in connection with receiving an undelivered package will be deducted from the amount that is to be returned.

If you wish to have the package sent again, the actual costs for receiving the package will not be charged. Instead, the package can be re-sent for a shipping fee.

Cancellation of a part of the purchase 
If you have bought several items from us, you have the option of returning one or more items, even if they were purchased in one order. Please note that you will not be refunded the shipping costs, if you cancel only part of your purchase.

Return 
You must return the goods to Økofamily as soon as possible, and no later than 14 days after you have notified us that you wish to cancel your purchase. You must bear the direct costs in connection with the return shipment of the goods.

You may use our return portal here. It's easy and fast. You bear the risk for the goods from the time of the goods' delivery.

Please be aware that when returning goods, it is the customer's responsibility to ensure that the return package complies with the transport companies' rules for system-compliant packages. This means that the package must be properly packaged and meet the following requirements:

• The parcel must have 5-6 straight and unbroken surfaces.
• It must be covered with approved packaging (cardboard, plastic, strong foil or flamingo) all around.
• It must have a regular shape so that it can be stacked, meaning no bags e.g. plastic bags.

If these requirements are not met, the parcel is labeled as not being system-compliant by the carrier and may be charged extra fees. Examples of non-compliant packages include: cans, containers, bottles, rolls, tubes, metal boxes, tires and bags.

If we receive a non-compliant return parcel and additional costs are incurred by the carrier, these costs will be passed on to the customer. We therefore recommend that you ensure that your return parcel complies with the carrier's requirements before you send it.

If you have questions regarding correct packaging, please contact us for guidance.

Items excluded from the right of withdrawal 
The following types of items are excluded from the right of withdrawal:

• Delivery of items that have been manufactured according to the consumer's specifications or have been given a clear personal imprint.
• Donations to Plant a tree are exempt from the right of withdrawal.
• Delivery of goods which for reasons of health protection or hygiene are not suitable for return and/or where the seal has been broken after delivery.

You lose your right of withdrawal if;

• You break the seal on goods which, for reasons of health protection or hygiene, are not suitable to be returned.

The condition of the item when you send it back 
You may try the item in the same way as if you tried it on in a physical store, but you may not use it. We recommend that you send the item back in the original packaging. If the original packaging is missing, this may lead to a decrease in the value of the item. If the item has been used, you can only get a part or none of the purchase amount back. The amount you can get back depends on the commercial value of the item, and in certain cases this may mean that you can only get back the shipping costs.

You are liable for any deterioration in the value of the item. The depreciation is determined by the Eco Family. The eco-family must document that the goods have deteriorated in value. We recommend that you send the item back in its original packaging and pack it securely.

Refund of the purchase amount 
If you regret your purchase, you will get the amount you paid us back. In the event of a decrease in value for which you are liable, this will be deducted from the purchase amount.

If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (but not additional costs as a result of your own choice of a different form of delivery than the cheapest form of standard delivery that we offer), without undue delay and in any case no later than 14 days from the date on which we received notification of your decision to cancel this agreement. We will carry out such a refund with the same means of payment that you used for the original transaction, unless you have expressly agreed to something else.

We can withhold the refund until we have received the item back, unless you have provided documentation that you have returned it before then.

If you regret the purchase, the item must be sent to: 
Økofamilien ApS
Erhvervsparken 1
8882 Fårvang
Denmark

Use if necessary. our return portal here. It is easy and fast. We do not receive parcels without distribution or parcels sent by cash on delivery.

Right of complaint
When you shop with us as a consumer, you have 24 months right of complaint. This means that you can complain here about errors or defects in the product that occurred within the first 24 months. It is a requirement that the defect has not arisen as a result of incorrect use of the product or other damage-causing behaviour. If your complaint is justified, this means that you can either get the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation. You must advertise within ”reasonable time” after you have discovered the defect in the product. If you complain within two months of discovering the defect, the complaint will always be timely. If you want to advertise a product, please send an email to shop@okofamilien.dk. Here you attach the order number of the purchase, pictures of the error and a description of the error or deficiency. In some cases, the item will need to be delivered/sent to us in order for us to assess it. We will draw attention to this in individual cases.

We will refund your (reasonable) shipping costs if the item must be returned and the complaint is justified. We will let you know if it is required. The item must always be sent back in proper packaging, and remember to get a receipt for sending, so that we can reimburse your reasonable shipping costs IF they have to be sent back.

The item is sent to: 
Økofamilien ApS
Erhvervsparken 1
8882 Fårvang

We do not accept packages without distribution or packages sent by COD.

Personal data policy
We need the following information when you shop with us: Name, address, phone no. and email address.

We only register and pass on personal data to third parties, unless this is necessary to complete the order. The personal information is registered with Økofamilien ApS and stored for five years, after which the information is deleted. We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes. We only cooperate with data processors in the EU or in countries that can provide your information with sufficient protection.

The data controller at okofamilien.dk is Økofamilien ApS.

You have the right to be informed about which information we process about you. If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you ask for it. It can, for example, be if your data is no longer necessary in relation to the purpose for which we were to use it. You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: shop@okofamilien.dk.

Cookie and privacy policy 
When you visit our website, information is collected about you, which is used to adapt and improve our content and ads. If you do not want such information to be collected, you should delete your cookies (see instructions) and refrain from further use of the website. Below we have elaborated on which information is collected, their purpose and which third parties have access to it.

Cookies 
The website uses ”cookies”, which is a text file which is saved on your computer, mobile etc. accordingly for the purpose of recognizing it, remembering settings, performing statistics and targeting ads. Cookies cannot contain harmful code such as virus. It is possible to delete or block cookies. See instructions: http://minecookies.org/cookiehandtering

If you delete or block cookies, ads may become less relevant to you and appear more frequently. You may also risk that the website does not function optimally and that there is content that you cannot access. The website contains cookies from third parties, which are detailed in the overview at the bottom of this page.

Personal information 
Personal information is all kinds of information that can be attributed to you to some extent. When you use our website, we collect and process a number of such information. This happens e.g. by general access to content if you sign up for our newsletter, participate in competitions or surveys, register as a user or subscriber, otherwise use services or make purchases via the website.

We typically collect and process the following types of information: A unique ID and technical information about your computer, tablet or mobile phone, your IP number, geographic location, and which pages you click on (interests). To the extent that you give explicit consent to this and enter the information yourself, the following are also processed: Name, telephone number, e-mail, address and payment information. This will typically be in connection with creating a login or when making a purchase.

Security We have taken technical and organizational measures against your information being accidentally or illegally deleted, published, lost, degraded or coming to the knowledge of unauthorized persons, misused or otherwise processed in violation of the law.

Purpose The information is used to identify you as a user and show you the ads that will be most likely to be relevant to you, to register your purchases and payments, as well as to be able to deliver the services you have requested, such as to send a newsletter. In addition, we use the information to optimize our services and content.

Period of storage The information is stored for the period of time permitted by law, and we delete it when it is no longer necessary. The period depends on the nature of the information and the background for storage. It is therefore not possible to specify a general time frame for when information is deleted.

Disclosure of information Data about your use of the website, which advertisements you receive and possibly clicks on, geographic location, gender and age segment, etc. disclosed to third parties to the extent that this information is known. You can see which third parties are involved in the section on ”Cookies” above. The information is used to target advertising.

We also use a number of third parties for storing and processing data. These only process information on our behalf and may not use it for their own purposes.

Disclosure of personal data such as name and e-mail, etc. will only happen if you consent to it. We only use data processors in the EU or in countries that can provide your information with sufficient protection.

Insight and complaints You have the right to be informed about which personal data we process about you. You can also object to the use of information at any time. You can also revoke your consent for information about you to be processed. If the information processed about you is incorrect, you have the right to have it corrected or deleted. Inquiries about this can be made to: mail@danskemedier. If you want to complain about our processing of your personal data, you also have the option of contacting Datatilsynet.

Access to complaints
If you as a consumer want to complain about your purchase, you must contact us at shop@okofamilien.dk.

If we are unable to find a solution, you can send a complaint to:

Nævnenes Hus
Toldboden 2
8800 Viborg

via Klageportalen for Nævnenes House.

To be able to complain, the item you want to complain about must have cost at least DKK 1,110. and a maximum of DKK 100,000.

It costs a fee to have the complaint processed.

When you shop at an e-branded webshop, you can have your case processed for free – regardless of the size of the amount. Read more here.

If you live in an EU country other than Denmark, you can complain to the EU Commission's complaint portal here – http://ec.europa.eu/odr

Standard cancellation form
(This form is completed and returned only if the right of cancellation is exercised)

To:

Økofamilien ApS
Erhvervsparken 1
8882 Fårvang
shop@okofamilien.dk

I hereby announce that I wish to exercise the right of cancellation in connection with my purchase agreement for the following goods/services:

________________________________________________________________________________

Ordered it: ___________________________ Received it: ___________________________

Consumer's name: _____________________________________________________________

Consumer's address: ________________________________________________________________

Signature of the consumer: _________________________________________

Date: _________________

(only if the content of the form is communicated on paper)